Terms and conditions


The purpose of this statement is to inform users of the City of Vancouver’s Van311 Mobile App (the “App”) with regard to the collection and use of personal information and user data and non-personally identifiable user-submitted content or aggregate information. This statement covers the App that was developed by the City of Vancouver and incorporates privacy features of a web-based City of Vancouver citizen portal (the “Portal”) operated by Squiz on behalf of the City of Vancouver.

Registration and submitting information

If you register to use the App or Portal, or use the App or Portal to submit information to the City of Vancouver, all of the information that you provide as part of the registration process, including any personal information, will be stored on servers in the United States. It may also be stored on other servers elsewhere outside Canada in the future.

Creating an account

By creating an account, you agree that you have the legal capacity to consent and do consent, effective as of the present date, to any personal information that you submit being stored in the United States of America or elsewhere by Squiz and accessed by Squiz or employees or agents of Squiz, for the purpose of allowing Squiz to maintain and operate the Portal and transmit your submitted information to the City of Vancouver.

By creating an account, the App and Portal allow you to:

  • Report a service request to the City
  • Check on the status of the service request you have submitted
  • View a request that was submitted and shared by a third party user of the App
  • Receive notifications from the City

Using the App as an anonymous user

You have the option to use the App and Portal, with limited functionalities, as an anonymous user. The App and Portal will not store or track any information for anonymous users.

You are not obligated to provide any personal information to use the App or Portal. If you provide your contact information, including personal contact information, it will be used by the City of Vancouver only for the purpose of contacting you to:

  • Address or respond to a question or comment that you submit
  • Notify you of a matter of public concern

By creating an account, you agree that the personal information you provide us may be collected and used for these purposes.

Push notifications

Push notifications through the App are provided by the service provider, Expo (“Expo”) , based in the United States of America. Expo doesn’t collect or store on their servers user data that is personally identifiable. As stated in the Expo Policy , the only info they collect are device tokens.

Accessing device location

The App requires access to your device’s location services when you want your location automatically detected when submitting a service request. You can still use the App, with limited functionalities, if access to location services is disabled.

Accessing camera and photos

The App requires access to your device’s camera and/or photos if you want to attach photos or videos to service requests. You can still use the App, with limited functionalities, if access to the camera or photos is disabled.

Contact us

Instead of using the App or the Portal, you may contact the City of Vancouver by phoning:

  • 3-1-1 within Vancouver
  • 604-873-7000 from outside of Vancouver

The City of Vancouver collects your personal information in accordance with section 26(c) and 26(e) of the Freedom of Information and Protection of Privacy Act. If you have questions about the collection of this information, contact the Director of Access to Information and Privacy by:

In addition to these terms and conditions, the vancouver.ca Terms of Use applies.